Performance EDGE

1 - Day Workshop on
Customer Relationship Management
Delhi -14th October, 2014 at Jaypee Vasant Continental, Vasant Vihar, New Delhi
Bangalore -16th October, 2014 at The Chancery Hotel, Lavelle Road, Bangalore
Mumbai -18th October, 2014 at Ramada Plaza Palmgrove, Juhu Tara Road, Mumbai
Timing : 9:30 A.M. to 5:30 P.M.
Breakfast and Registration : 9 A.M.
For Registration :
  Why This Workshop
Increasingly competitive and fragmented markets in virtually all industry verticals are making it progressively more difficult and expensive to acquire new customers as a way to business growth. This is accordingly making it more imperative for business organizations both globally and in India, to focus on business growth through customer retention and development. This workshop seeks to educate the participants on the tangible business benefits of practicing customer relationship management (CRM), as opposed to an out-an-out customer acquisition driven marketing strategy, and the key actions to be taken to implement CRM in a business organization, both in the short and longer term.
  Workshop Objectives

At the end of the workshop, the participants will:

  • Understand the basic concepts of CRM, such as the relative costs of customer retention and customer acquisition; customer lifetime value; the cost of losing a customer; linking marketing investment to customer profitability, etc.
  • Become familiar with certain basic service marketing concepts that are relevant to CRM.
  • Have a roadmap to quickly introduce a simple form of CRM in an organisation
  • Have a toolkit for introducing formal CRM in an organization; the participants will appreciate the fact that while CRM is practiced at the front end by Sales & Marketing, and related functions such as Customer Care and After Sales Service, the entire organization has to understand its importance, and support it
  Who Will Benefit:
  • Sales, Marketing & Customer Care (including After Sales Service) Executives at all levels across different verticals
  • Executives in non-Sales & Marketing functions, who have to interact with Sales & Marketing,  such as Supply Chain Management & Logistics, HRM, Finance & Accounts, and Systems
  • Profit Centre Heads
  Program Topics
  1. Basic Concepts of CRM
    • Customer Satisfaction & Customer Delivered Value; link of customer satisfaction to customer retention
    • Customer Retention vs. Customer Acquiition; Customer Lifetime Value and Cost of Losing a Customer
    • Definition of CRM and its purpose; extension of CRM to PRM
    • Examples & Exercises
  2. Service Marketing & CRM
    • What are services? The Service-Tangible goods Continuum
    • The defining characteristics of services; the additional 3 Ps of service marketing
    • Application of Service marketing concepts in CRM
    • Examples & Exercises
  3. Implementation of CRM-A 'Jaldi' Roadmap
    • CRM: Philosophy vs. Tools
    • How to get started: Top management buy-in
    • CRM is front-end facing, but a general management process
    • Identification of key customers-today's and tomorrow's
    • Identification of key metrics for performance monitoring
    • Examples & Exercises
  4. Implementation of formal CRM-the IS related issues
    • The CEO's role
    • The upstream activities
    • Getting started
    • CRM Software architecture
    • Vendor's deliverables
    • Leading S/W vendors
    • Examples & Exercises
  5. Recap & Key Learnings
  6. Toolkit for CRM Implementation
  7. Feedback Form

Prof. Gautam Ghosh is an Electrical Engineer from IIT Kanpur and a PGDM from IIM Calcutta. He has over 25 years’ professional experience in Sales & Marketing, Strategic Planning and General Management in MNCs and professionally managed Indian companies such as Grindwell Norton (now part of the St. Gobain Group), Alstom, DLF Universal, Indian Oxygen (now BOC India) and Hutch Telecom. He has since transited into management academics, and has been teaching Marketing and Strategy for the last 12 years. He is presently working as Director of Thiagarajar School of Management, Madurai-an AICTE approved and NBA accredited B-school with a 52-year history. in addition to being a Visiting/Guest faculty at various B-schools such as IIMs Kashipur, XLRI Jamshedpur, IIFT Kolkata and the Vinod Gupta School of Management (VGSOM) of IIT Kharagpur. Prof. Ghosh has also, over the years, conducted numerous in-house and cross-company management training programmes and workshops in Marketing and Strategy for executives in the private and public sectors, as well as for the Confederation of Indian Industry (CII).

In our workshop, we maximize knowledge assimilation in the participants through combination of execution elements like case discussions, exercises, simulated games and activities, video led sessions and discussions on global best practices. At the end of each workshop we facilitate the participants to distill Key Learning and prepare Action plans to deliver solid business results for our clients.
  Recent participants:
Over 500 Clients!
(Click here for full list of our Clients)
What Participants Speak about Performance Edge?
(Click here for Participants Speak)

  Fees and Registration
For 1-2 participants–Fee per participant For 3 or more participants–Fee per participant
Rs. 8,500/- plus taxes* is Rs. 9,550/- Rs. 8,000/- plus taxes* is Rs. 8,989/-
* Taxes Include - Service tax @ 12% plus education cess at 3%

The fee is payable by cheque in favor of  "NR Performance Edge Consultants Pvt. Ltd.", at any of our addresses below.

Our Service Tax Registration No. is AACCN1359CST001 & PAN AACCN1359C

Kindly send your nomination/s through email to or on your letter head indicating Name/s, Designation, Phone No. and E-Mail ID of the nominees along with the fee to reach us at least seven days before the workshop, the nominations can be sent to our Kolkata, Gurgaon or Mumbai office.

The workshop is non residential; and company reserves the right to change venue, contents, dates and speakers. The service tax on fee will be applicable based on the latest Government notification in force on workshops dates.

NR Performance EDGE Consultants Pvt. Ltd.

C/o M L Basu & Co,
1, Lindsay Street, 1st Floor,
Kolkata -700087
Call: 9830504810

Unitech, South City - I
Gurgaon - 122002
Call: 9871143635

c/o Maxigen Communications
C-202 Avon Plaza-1,
Thakur Complex, Kandivili (East)
Mumbai 400101

For Registration, please write to us at:

or you can call the Central Line 09903720541 for any queries regarding the workshop at any of the centers.